Customer Information

Ordering from Scottishquality.com

You can order from Scottishquality.com in a variety of different ways. Ordering online via our website is the best method but you can also place an order by phone, quoting the Item Code for the item(s) you wish to buy. We accept Visa, Mastercard, American Express, Delta, Maestro and Solo. For UK orders we will also accept cheques and postal orders. For all the offline numbers and addresses you may need, check our contact details.

Secure shopping

Scottishquality.com employ the latest measures to protect your security when you shop with us. We use 128-bit SSL Software via SecureTrading.com to encrypt your credit/debit card information when you place your order, which means that only we are able to decrypt the information in order to process your transaction.

On the secure pages security is indicated by:

  • the address in the Address/Location bar changing from "http://" to "https://"; and
  • a padlock symbol (or key) in the bottom right-hand status bar of your web browser.

In the unlikely event of unauthorised use of your credit or debit card for a purchase at Scottishquality.com, most banks and card issuers either cover all the charges or may limit your liability to just £50.00. If your bank or card issuer holds you liable, Scottishquality.com will cover your liability up to £50.00 provided that the unauthorised use of your credit or debit card resulted through no fault of your own.

Despatch of your order

We endeavour to despatch orders within three working days of receiving the order, subject to stock availability. However, because many of our goods are exclusive, hand-made items with limited stock availability, there may sometimes be a delay in depatch. You will find a 'delivery time' link on every product, which tells you the estimated despatch time for that particular product. If for any reason there is a delay with the estimated despatch time, we will contact you and explain the situation. Where we ask you to 'contact us for ordering information', ask us everything you wish to know in the email window that pops up and we will get back to you.

Shipping charges

These are calculated automatically as you add items to your 'shopping basket' based upon a combination of delivery destination, delivery method, order weight, packaging cost and number of items. You will be asked for a delivery destination and method when you click the 'proceed to checkout' link. This information will allow the appropriate charge to be calculated.

Tax

Value Added Tax (VAT) at a rate of 20% is payable on most items delivered to addresses within the European Union. Any tax payable will be calculated automatically as you add items to your 'shopping basket'. Please note that VAT, when applicable, is also payable on Packaging and Shipping charges.

Customer disputes

We welcome all feedback about our service and we aim to deal with any problems or difficulties experienced by our customers both quickly and fairly. If you feel you have a complaint you wish to make please e-mail us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call us on +44 (0)845 5278727. We have a simple but comprehensive returns and refunds policy which means that most queries can be resolved quickly and easily over the phone. For issues that cannot be resolved immediately we will respond within 48 hours either resolving your complaint or with an expected timescale for resolution of the issue.

Returns and Refunds

If for any reason you aren't happy with your purchase, we will give you a full refund or exchange. Simply return the item, within 30 days of purchase, along a completed Return Form. If the return is the result of an error on our part, we will also pay for the return shipping costs. For further details please read the Scottishquality.com Terms and Conditions.